Senior Digital Program Manager

6sense

. Build and operate the digital engagement engine for Customer Success .

Posted 10/14/2026full-timeRemote • United StatesSenior💰 $92,813 - $136,125 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and managing digital engagement programs within Customer Success, leveraging Gainsight for data-driven decision-making and program optimization. Proficient in cross-functional collaboration and delivering measurable outcomes through effective customer lifecycle management.

Highest-signal resume keywords

Gainsight BuildingCustomer Success OperationsJourney Orchestrator ManagementSalesforce IntegrationData-Driven Program Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Gainsight Data ModelEmail Campaign ManagementHealth Scoring DesignA/B TestingDashboard CreationData IngestionSegmentationLifecycle ManagementSQL ProficiencyProgram Leadership

Soft Skills

Strong CommunicationExecutive PresenceIndependent WorkPrioritizationFast Execution

Tools & Technologies

SnowflakeSalesforceTableauPendoMicrosoft CopilotWorkato

Certifications & Qualifications

Gainsight Admin Certification

Industry Keywords

B2B SaaSCustomer Lifecycle ManagementDigital Customer SuccessEngagement MetricsProgram Reporting

Tech Stack

Tools & technologies

SFDCSQLTableau

About the role

Key responsibilities & impact

Build and operate the digital engagement engine for Customer Success
Own the strategy, roadmap, and calendar for CS digital programs across onboarding, adoption, value realization, renewal, and expansion
Design and launch segment-level programs and journeys aligned to customer segmentation, health scoring, and CS coverage models
Build business cases covering audiences, objectives, success metrics, content needs, and resources
Lead cross-functional digital initiatives with Marketing, Product, Support, Sales, and Enablement
Pilot and evaluate engagement channels including in-app, email, community, and webinars
Design and build automated Gainsight journeys with conditional logic, multi-step triggers, and data-driven audiences
Create, manage, and optimize email programs and in-app campaigns; maintain campaign hygiene and governance
Build and maintain audience segments, rules, and triggers; connect digital programs to CTAs and human-led plays
A/B test content, timing, and cadence; report results and iterate
Track engagement coverage across customers, segments, and lifecycle stages
Identify and quantify engagement gaps and convert them into prioritized programs and recommendations
Maintain program progress reporting and present findings and next steps to CS Leadership
Serve as primary Gainsight Lead for Customer Success, owning builds, data integrity, and platform health
Ensure Snowflake, Salesforce, and other connector data ingestion into Gainsight is usable
Document configurations, processes, and runbooks
Build and maintain dashboards and reports for CS Leadership
Track program performance, engagement, stage progression, product adoption, retention, and expansion influence
Provide data-backed recommendations on program effectiveness, coverage, and resourcing
Translate CS Leadership priorities and CS Ops workflows into Gainsight builds
Participate in CS Ops and Leadership syncs to gather requirements and surface dependency gaps
Enable CSMs to act on digital program outputs and communicate program changes
Deliver success milestones including prioritized backlogs, engagement baselines, dashboards, reports, live journeys, program roadmaps, and recurring gap-reporting cadences

Requirements

What you’ll need

4–6+ years in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs
3–5 years of hands-on Gainsight Building or admin-level access
Experience designing, building, and managing Journey Orchestrator programs and email campaigns from strategy through measurement
Demonstrated program or project leadership and measurable outcomes
Strong understanding of the Gainsight data model, including MDA, relationships, connectors, and Rules Engine
Experience with Snowflake-to-Gainsight data ingestion, connector setup, MDA mapping, and pipeline troubleshooting
Proficiency with Salesforce integrations and Gainsight synchronization with SFDC, Snowflake, and other data providers
Experience using data to identify engagement gaps and turn them into prioritized programs
Working knowledge of customer lifecycle management, segmentation, and health scoring in a B2B SaaS environment
Ability to work independently, manage competing priorities, and deliver without oversight
Track record of fast execution, including building dashboards in a day and launching journeys in a week
Strong written and verbal communication, executive presence, and ability to document for technical and non-technical audiences
Gainsight Admin certification is nice to have
Experience with health scoring model design and maintenance is nice to have
Hands-on Pendo experience is nice to have
Experience with Claude, Microsoft Copilot, and Workato is nice to have
Experience with lifecycle marketing, in-app messaging, or digital customer success programs at scale is nice to have
Experience with Tableau or similar BI tools and familiarity with SQL are nice to have
Experience in a commercial or mid-market CS motion supporting a large, digitally served customer base is nice to have

Benefits

Comp & perks

Bonus program or commission plan may be included
Stock options if approved by 6sense’s board
Generous health insurance coverage
Life insurance
Disability insurance
401K employer matching program
Paid holidays
Self-care days
Paid time off (PTO)
Paid parental leave
Equipment and support for working and connecting with teams at home or in offices
Learning and development initiatives
LinkedIn Learning access
Quarterly wellness education sessions
Wellness days
ERG-hosted events